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Duty Service Manager - Occasional Use & Outside Broadcast
Job Req ID: 40053
Posting Date: 9 Oct 2024
Function: Service
Unit: Networks
Location:

BT Tower, London, United Kingdom

Salary: Competitive with great benefits
Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure... to delivering large scale technology infrastructure like the creation of BT Sport.

So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why this job matters

Flawless delivery of video services for major UK and overseas TV Broadcasters is crucial to both their commercial success and excellence in customer service. It has a key role in delivering a high value revenue stream for BT Enterprise’s Media & Broadcast division and allows BT to innovate and collaborate with both suppliers and customers to keep BT at the forefront of TV service delivery in an ever changing broadcast industry.

What you’ll be doing
Lead and manage a team of broadcast engineers and support staff in BT Tower, ensuring resources are available to meet customer demand and appropriate training and skills are in place
Be accountable for the day-to-day running of the Media & Broadcast services within BT Networks and take ownership of all events and issues that impact on the customer experience
Have a comprehensive end to end technical understanding of the products and services that the operational teams manage, and to provide support and leadership for the wider Operations team.
Responsible for driving a culture of service obsession throughout Media & Broadcast Operations and driving continual service improvement.
Lead on new service initiatives, providing service information to the service management team to support new operational practice and customer service deliverables.
Responsible for managing escalations from internal and external stakeholders and relaying the required information effectively and within time.
Work closely with colleagues within the wider Media & Broadcast function to ensure consistency, and ensure regular engagement that allows for support of absences, illness or periods of high activity.
Personal ownership of own development within the area of Media & Broadcast and should strive to become a subject-matter expert in TV Service Delivery and associated technologies. Should be able demonstrate this development through regular, formal service report writing and system performance presentations into senior management.
Skills required

Previous experience working in an operational role and incident/service management
Recent experience in a leadership role managing a team of highly skilled individuals
Story-telling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
Business acumen: Knowledgeable in work allocation and logistics processes to support a changeable customer demand requirement with a finite set of resources
Technical expertise: Have in depth knowledge and understanding of all broadcast delivery technologies

Requirements below are PREFFERED

Have a thorough and deep knowledge of the end-to-end broadcast workflow
Self-driven, able to set strategies for the unit and drive performance across different teams
Exceptional stakeholder management, both internal and external, up to CEO level
Benefits

Tailored training and development opportunities to continue to build your career
25 days’ annual leave (not including bank holidays), increasing with service
Life Assurance
Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%
Direct Share scheme
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
50% off EE mobile pay monthly or SIM only plans
Exclusive colleague discounts on our latest and greatest BT broadband packages BT TV, including TNT Sports and NOW entertainment
Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
3 volunteering days per year
Access and involvement with our incredible 11 People Networks including Able2 network, Careers network, Ethnic diversity network, Gender equality network and Pride network

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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